Customer Engagement & Service Specialists (x 2) IKEA Retail Experience Core Business Franchise

  • Delft, Netherlands
  • Full-time

Company Description

About Inter IKEA Systems and Core Business Franchise
Inter IKEA Systems B.V. is the franchisor and the owner of the IKEA Concept, including the IKEA trademarks.

In Core Business Franchise we are responsible for the IKEA strategic framework and keeping it together through an IKEA Concept which is updated, relevant, implemented and followed-up together with all IKEA trademark users.

We enable IKEA people in the value chain by developing new ways of working supported by processes, methods, tools and services, and we also develop the business by leading:

  • The development of solutions that will ensure a unique and successful meeting with existing and new IKEA customers.
  • When and how IKEA expands, enabling one common way of working with high impact at a low cost.

We offer an open working environment where everyone feels comfortable to experiment, try new ways and dare to ask: “What if…?” And we offer possibilities for you to develop yourself and your career globally. Read more about us at

Job Description

We are looking for creative problem solvers with good leadership skills and passion for developing IKEA within Core Business Franchise, Retail Experience.

The IKEA Direction and the Meeting the customer strategy sets the overall ambition and ‘making every meeting matter’ is your guiding inspiration source!

As a Customer Engagement & Service Specialist, you will be responsible for and contribute to development activities including the creation of new solutions, principles, guidelines and tools that support a hassle free, intuitive and convenient customer experience and enable effective and efficient business operations at low cost. The development areas are based on ONE IKEA business plan and its defined priorities. 

You will identify, collect and share relevant trends, insights and learnings and act as a subject matter expert for all customer engagement and services activities.

You will not be alone! In close cooperation with the Customer Engagement & Services team you will collaborate across the leadership assignments of Core Business Franchise as well as develop a sustainable business relationships with other colleagues from such as Range and Supply and IKEA retailers.


To be able to succeed in this job, you need to share and live the IKEA values. You have deep and up to date understanding of customer behavior and expectations in a multichannel retail environment and can demonstrate experience in leading assignments through modern processes like design thinking, agile methodology

You have well developed organizational, analytical and tactical skills and a good understanding of the potentials of emerging technologies.

You have the capability to collaborate and work in processes engaging different competences in the network and engage in trustful, sustainable relationships with stakeholders, business partners and franchisees.

With a creative and curious mindset, you have developed people and business successfully and new ideas comes naturally for you!

Additional Information

We are looking for 2 Customer Engagement & Service Specialist.

This is a full time position (40 hours per week). The role is based in Delft in the Netherlands. You will report to the Easy Shopping Manager.

Please send your application – CV and letter of motivation – in English by 1 August 2021. We really want to get to know you, so make sure you tell us why you want to come and work with us and why you would be a good fit for this role. 

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